Customer can’t connect web license

[Dimitri Goethals]

Hello

We have a customer trying to start his web license.

When opening the Ansys Licensing Settings 2024R2 app, the following message appears:

Error: Running the command: C:\Program Files\ANSYS Inc\v242\licensingclient\winx64\ansyscl.exe -GetActiveUserLicense C:\Users\STPHAN~1\AppData\Local\Temp\.ansys\acl_checkouts_1760350109597.json was not successful Diagnostic: The program encountered error while trying to execute C:\Program Files\ANSYS Inc\v242\licensingclient\winx64\ansyscl.exe -GetActiveUserLicense C:\Users\STPHAN~1\AppData\Local\Temp\.ansys\acl_checkouts_1760350109597.json

So he can't link this computer to his web based license.

I have checked and the license was assigned.

I already added the last service update, and even installed form scratch, but no use.

There is a anti virus / firewall app (Sophos) active on the system. Do we need to add a rule to the fire wall? Or do you have any other help?

Regards

Dimitri